Objective

Google seeks to maximize the value to their clients and staff with an executive reception experience.

This role will be providing Reception services to Google with a focus on customer and visitor experience. There is a key focus on the interaction and presentation of Google as a customer facing client, and Google as a preferred employer.

To actively participate as part of the JLL – Google Account team in the achievement of the overall objectives for the management of the properties, including the following key deliverables;

·         Contract Management

·         Standard Documentation Management and Administration

·         Risk Management Program

·         Reporting Regimes

The provision of high quality Reception experience is a high priority for Google. Services are delivered professionally and efficiently. A high degree of emphasis is placed on the following:

- Ensure proper housekeeping within the Reception areas located in the Google Facilities.

- Commitment and Attitude - To work in harmonious relationship with co-workers and to learn good decision making while working under pressure.

- Always to provide good first impression to customers through organised and professional overview of yourself and your team.

- High quality presentation of reception areas with zero tolerance for unprofessional behaviors

Management Reporting - Complete, accurate and timely submission of Monthly Reports (where applicable ) to supervisor.

- To support visitor events with zero escalations and no delays

- Timely meeting of customers' requests and rectification of issues

- All calls, queries and questions to be answered promptly and in an appropriate manner at all times

- Tactful in dealing with difficult customers/client and strive to minimize any escalation cases

- Respond in the first instance to any fault reports or service requests, including making first-response assessments of such items to determine appropriate resolution actions and prioritization, and action accordingly by arranging repairs and maintenance as deemed necessary

- Maintain Visitor registers and assist with Visitor Access Passes as required for events

General Accountabilities

- To follow the agreed service delivery in the Site Field Manual for Reception

- For personal development, plan and attend at least 2 training courses in a year

- Ensure attendance at regular planned team meetings or any training assigned.

- Submit at least 1 best practice/innovation on an annual basis for consideration. Innovations can be related to energy and sustainability, workflow process and efficiency, reduction in spend etc

- Oversee contractors to ensure safe, clean and orderly operation of reception facilities.

- Notifying GUTS of any incident or other event at the Property that may give rise to a claim for damages and follow the JLL/Google incident reporting process.

- Oversee and work with Google Security team on all aspects of Google security processes and policies

- Assist with maintaining emergency procedures manuals and implement training liaision as necessary for reception areas.

- Work with your team to deliver a minimum of 1 process improvement that can benefit your team. This idea must be formally presented to your Manager.

- Administer JLL policies and procedures across the portfolio.

- Regularly review the level of operating expenses and implement any cost savings that may be achieved consistent with the overall asset management objectives ensuring adherence to property specific limits of authority.

- Attend risk management assessments and ensure that any risk management/essential safety measure issues are appropriately addressed and actioned in consultation with Workplace Manager and Facilities Manager.

- Show an ability to prioritize and process multiple tasks in a timely manner.

- Be punctual, well presented, helpful and reliable at all times.

- Be an effective communicator with clients, tenants and contractors.

- Provide flexibility in attitude towards any jobs required.

- Demonstrate the ability to make decisions within the bounds of delegated authority and see those decisions through to completion with the inclusion of well-documented records.

- Conduct open, constructive and collaborative relations with the wider team, superiors and clients

- Qualification in Hospitality or appropriate experience

Location:

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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